Marcos Garces

• Assist Customer Care Agents with complex cases that are not within agents’ range of action • Intervene/take over difficult customer cases where managerial input is required • Ensure the entire office provides a high level of service, meeting all goals and objectives in full • To provide 1st tier sales support to the Sales Team and ensure effective outcome of all 1st tier sales tasks issued • Working with the Custom Support Manager to devise plans of action that ensure continued improvement of agents • Provide continuous training of agents in terms of both tools, workload management and procedures • Implement training and development objectives within the office • Continually monitor performance of staff to ensure that all new training and development is fully embedded • Maintain an environment that is safe and healthy for all staff and visitors Ensure that the environment is conducive to continuous improvement, high standards of performance and job satisfaction • Participate in the recruitment process • Take on any other managerial tasks and responsibilities as required, including special projects and tasks

• Obtain and evaluate all relevant information to handle product and service inquiries. • Provide pricing, stock, item-related questions and delivery information • Addressing concerns, questions and complaints for B2B and B2C customers via phone and email. • Analyzing and accepting/rejecting product claims, providing solutions to the customer. • Following up on specific cases that require special attention to provide the necessary closure. • Trying to balance the customers’ best interest with the company’s profitability and wellbeing creating win-win relationships with the customers. • Providing immediate solutions to customers. • Tracking outbound orders, dealing with carriers and fixing errors occurred ex post facto. • Re direct requests and unresolved issues to the designated resource • Manage customers' accounts info. • Communicate and coordinate courses of action with internal departments

• Facilitate the procurement of raw materials required by the company to maintain production lines at full capacity. • Collaborate closely with Sales and Business Operations within the assigned Divisions to support the company's overall growth plan. • Training the rest of the purchasing team and the Sales team in the command of the English language to improve communication with customers and suppliers. • Establish strategies to improve supply chain, solve shortage issues and strengthen supplier relationships. • Identify actual and potential delivery problems and take proactive steps to inform appropriate personnel. • Verify data accuracy (parts numbers, BOMs, Part Costs) in MRP; report problems to appropriate parties. • Develop written procedures for routine job responsibilities and keep them current. • Being the liaison between Sales, Production Control, Receiving, Shipping, Quality Control, Assembly, Accounting, Engineering, etc., on all matters involving materials and purchases, or affecting production and achievement of the shipping plan. • Accountable for the purchase of items consistent with quality, quantity, specification requirements and other factors, and the timely delivery of them.